Your privacy is important to us. Below is a summary of how Adssi HomeLiving Australia (ACN 119 632 825) (AHLA) handles your personal information.
This document sets out how we handle your personal information, including the collection, storage, use and disclosure of your personal information, and how you can access and change your information, provide us with feedback or make a complaint.
We value your feedback. So if you have a complaint, a compliment or even a suggestion, let us know by following the procedure below.
What is feedback?
Feedback is any sort of comment you’d like to make about our service. It includes complaints (negative feedback), compliments (positive feedback), or suggestions for improvement.
What is a Complaint?
A complaint is feedback you give us when you are unhappy with an aspect of our service.
What is a Suggestion?
We would like to hear your thoughts on how we might be able to improve our services.
How to make a complaint or provide other feedback
Contact us and simply explain the situation or issue. Also let us know what kind of outcome you would like.
How can you contact us?
There are many ways you can contact us to make a complaint or provide feedback:
- Call us on 1300 578 478 and speak to our friendly Customer Service Team.
- Post us a letter to 3A Pioneer Ave Tuggerah 2259
- Drop in at the address above.
- Send us an email to firstname.lastname@example.org
- Send us a fax on 02 4353 3804
- Access the Complaints and Feedback Form on our website.
Help with making complaints
At Adssi HomeLiving Australia, we view feedback as a positive opportunity to improve the quality of our services and to strengthen relationships with our clients. However, when making a complaint, we understand some people may feel uncomfortable with this process. We want to make this a positive experience for our clients.
You can nominate the person you wish to speak to at Adssi HomeLiving Australia. It could be your support worker, or someone you have dealt with previously in the organisation.
You can choose a support person to assist you with your complaint or feedback. This person can be a friend, family member, staff member or an advocate from another organisation.
We will support you to make a choice of how, when and where the complaint will be made, and you have the option to remain anonymous.
What happens next?
Adssi HomeLiving Australia is committed to resolving complaints in an ethical, confidential, timely, transparent and fair way. We will do our best to rectify the problem and provide the best possible outcome for you.
How long will it take?
Most complaints can be addressed immediately. But for more complex issues we may need to conduct an investigation. The target for finalising complaints is 30 days from day of receipt. We will be in contact with you throughout the resolution process.
Complaints are treated confidentially. Only the people who need to help find a resolution will be involved. Adssi HomeLiving Australia’s Service Quality and Clinical Governance Sub- Committee ensures the processes are followed in an appropriate and timely manner.
What if I’m not happy with the outcome?
Adssi HomeLiving Australia would always prefer to resolve your complaint directly, but you are also able to make a complaint to any of the following external agencies below:
Aged Care Complaints Commissioner
GPO Box 9848, (your capital city and state/territory)
Phone: 1800 550 552
TTY: 1800 555 677
Australian Human Rights Commission
National Information Service
Level 3, 175 Pitt Street, Sydney NSW 2000
GPO Box 5218, SYDNEY NSW 2001
Phone: 1300 656 419
TTY: 1800 620 241
Anti-Discrimination Board (NSW)
Level 4, 175 Castlereagh Street, Sydney NSW 2000
PO Box A2122, Sydney South NSW 1235
Phone: (02) 9268 5544
Toll Free: 1800 670 812
TTY: (02) 9268 5522
Family & Community Services, Ageing, Disability & Home Care
Locked Bag 10, Strawberry Hills NSW 2012
Phone: (02) 9377 6000
TTY: (02) 9377 6167
Multicultural Disability Advocacy Association (MDAA)
10-12 Hutchinson St, Granville NSW 2142
PO Box 884 Granville NSW 2142
Phone: (02) 9891 6400
National Relay Service
Level 2, 10 Mallett St, Camperdown NSW 2050
TTY: 133 677
Toll Free Phone: 1800 555 660
Telephone Interpreter Service: 13 14 50
People with Disability Australia
Level 10, 1 Lawson Square, Redfern NSW 2016
PO BOX 666, STRAWBERRY HILLS NSW 2012
Phone: 02 9370 3100
Toll Free: 1800 422 015
TTY: 02 9318 2138
TTY Toll Free: 1800 422 016
If you have a hearing, speech or communication impairment, phone the National Relay Service on 13 36 77
Last updated September 2017